Senior Manager, Enterprise Customer Success (Remote)

SmartRecruiters, Inc.

Greater London

Hybrid

GBP 90,000 - 150,000

Full time

7 days ago

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Job summary

ServiceNow is seeking a Senior Manager, Customer Success to lead a team of Customer Success Managers serving strategic and enterprise customers adopting the Armis Platform. You will partner with customers to drive value, adoption, and renewal while aligning internal teams to deliver outcomes.

You will guide customer engagement, manage risk, and promote a scalable, inclusive approach to success across IT, OT, and cybersecurity environments.

Qualifications

5+ years of experience in Customer Success, SaaS, cybersecurity, or a related technology environment.
Experience leading Customer Success teams supporting enterprise or strategic customers.
Experience with technical implementations or projects within IT, cybersecurity, networking, cloud services, endpoint management, or related fields.
Experience collaborating with Product Management teams.
Willingness and ability to travel up to 35%.

Responsibilities

Lead, support, and develop a team of Customer Success Managers working with strategic and enterprise customers.
Ensure your team serves as a trusted partner and primary point of contact following implementation.
Support the team in taking ownership of customer adoption, engagement, and critical issue management.
Build strong relationships with customer stakeholders and executive sponsors, helping them achieve their business objectives through effective adoption of the Armis Platform.
Partner with customers to identify relevant use cases, opportunities for value creation, and areas where the platform can address business and security priorities.
Collaborate with internal Armis teams to align customer activities with their business objectives, strategy, and desired outcomes.
Help customers understand new features, capabilities, and product releases, ensuring they can make the most of the platform.
Monitor adoption and utilisation trends and use customer insights to identify opportunities, risks, and areas for improvement.
Champion customer needs and feedback, helping ensure they are represented across the organisation.
Identify renewal risks early and work with internal teams and customers to develop plans and solutions.
Partner with Product, Sales, Support, Professional Services to create a consistent and positive customer experience.
Contribute ideas to make customer success practices more effective, scalable, and inclusive.
Represent the voice of the customer and share insights that contribute to continuous improvement across the business.